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A conceptual Kano and Quality Function Deployment (QFD) framework for healthcare service

The 2nd International Conference on the Roles of Humanities and Social Science in Engineering (ICoHSE 2010) organized by Universiti Malaysia Perlis (UniMAP), 12th - 14th November 2010 at Bayview Beach Resort, Penang, Malaysia.

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Bibliographic Details
Main Authors: Norshahrizan, Nordin, Razli, Che Razak
Other Authors: norshahrizan@unimap.edu.my
Format: Working Paper
Language:English
Published: Universiti Malaysia Perlis (UniMAP) 2011
Subjects:
International Conference on the Roles of Humanities and Social Science in Engineering (ICoHSE 2010)
Complaints
Quality Function Deployment
Kano’s Model
Analytical Hierarchical Process
Online Access:http://dspace.unimap.edu.my/xmlui/handle/123456789/11548
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spelling my.unimap-115482011-04-09T08:32:25Z A conceptual Kano and Quality Function Deployment (QFD) framework for healthcare service Norshahrizan, Nordin Razli, Che Razak norshahrizan@unimap.edu.my raz1152@uum.edu.my International Conference on the Roles of Humanities and Social Science in Engineering (ICoHSE 2010) Complaints Quality Function Deployment Kano’s Model Analytical Hierarchical Process The 2nd International Conference on the Roles of Humanities and Social Science in Engineering (ICoHSE 2010) organized by Universiti Malaysia Perlis (UniMAP), 12th - 14th November 2010 at Bayview Beach Resort, Penang, Malaysia. Healthcare organization is struggling to provide customer driven quality service. The key success of healthcare service is the ability to develop a comprehensive healthcare service and deliver the best service direct to customer as required. Coherently, the measure of customer feedback should definitely show good perception of service fulfillment and satisfaction. As part of quality improvement process, an outstanding healthcare organization should practice an effective complaint management system (CMS) as the main voice of customer (VOC) source, which directly mirror the quality of healthcare service. The CMS will act as an essential decision support tool by providing seamless handling of complaints, introduces systematic improvement process, thus enabling hospitals to turn weakness into opportunities. However, Malaysian top public healthcare organizations are implicitly not really put much efforts to have a kind of proper CMS to treat complaints as critical and need immediate resolution. In other words, the VOC might not be heard in right way and account as the customer demand, expect and desire. This scenario may be the evident and reason why the present states of public Malaysian healthcare service providers are still unable to fully incorporate the customer requirement or complaint in to their strategic agendas, which account all the customer needs and expectations. This paper presents the current scenario of local public healthcare service with special focus to their implementation of CMS or similar system, in conjunction with healthcare constraints and VOC. Based on recent healthcare literature, an inclusive comparison is made and discussed to justify the gap of improvement in healthcare service. From findings, it is identified that complaint management practice is lacking of systematic procedure to prioritize complaints by customers. To be competitive, an alternative customer prioritizing approach mainly incorporates the Quality Function Deployment (QFD) and Kano’s Model is proposed conceptually. The new mechanism concept is hope to effectively address a complaint which not only satisfies the customer but also an opportunity to create positive experience with customers, building a healthier foundation, stronger brand value and avoiding legal penalties. It also provides fair balance information for decision making while facing constraints such as operational, legal, human resource and market pressures. 2011-04-09T08:32:25Z 2011-04-09T08:32:25Z 2010-11-12 Working Paper http://hdl.handle.net/123456789/11548 en Proceedings of the International Conference on the Roles of the Humanities and Social Sciences in Engineering 2010 (ICoHSE 2010) Universiti Malaysia Perlis (UniMAP) Centre for Communication Skills and Entrepreneurship
institution Universiti Malaysia Perlis
building UniMAP Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Perlis
content_source UniMAP Library Digital Repository
url_provider http://dspace.unimap.edu.my/
language English
topic International Conference on the Roles of Humanities and Social Science in Engineering (ICoHSE 2010)
Complaints
Quality Function Deployment
Kano’s Model
Analytical Hierarchical Process
spellingShingle International Conference on the Roles of Humanities and Social Science in Engineering (ICoHSE 2010)
Complaints
Quality Function Deployment
Kano’s Model
Analytical Hierarchical Process
Norshahrizan, Nordin
Razli, Che Razak
A conceptual Kano and Quality Function Deployment (QFD) framework for healthcare service
description The 2nd International Conference on the Roles of Humanities and Social Science in Engineering (ICoHSE 2010) organized by Universiti Malaysia Perlis (UniMAP), 12th - 14th November 2010 at Bayview Beach Resort, Penang, Malaysia.
author2 norshahrizan@unimap.edu.my
author_facet norshahrizan@unimap.edu.my
Norshahrizan, Nordin
Razli, Che Razak
format Working Paper
author Norshahrizan, Nordin
Razli, Che Razak
author_sort Norshahrizan, Nordin
title A conceptual Kano and Quality Function Deployment (QFD) framework for healthcare service
title_short A conceptual Kano and Quality Function Deployment (QFD) framework for healthcare service
title_full A conceptual Kano and Quality Function Deployment (QFD) framework for healthcare service
title_fullStr A conceptual Kano and Quality Function Deployment (QFD) framework for healthcare service
title_full_unstemmed A conceptual Kano and Quality Function Deployment (QFD) framework for healthcare service
title_sort conceptual kano and quality function deployment (qfd) framework for healthcare service
publisher Universiti Malaysia Perlis (UniMAP)
publishDate 2011
url http://dspace.unimap.edu.my/xmlui/handle/123456789/11548
_version_ 1643790196168196096
score 13.222552

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